Create a new ticket through email

As an alternative to logging into OTRS to create a new ticket, you can send an email.

Important: When you create a ticket by email, you cannot select the priority level, so it automatically receives a priority rating of Priority 3 - Normal.

To create a new ticket through email:

  1. Open a new email message in your email account.
  2. In the To field, enter support-dita@madcapsoftware.com.
  3. In the Subject field, enter a brief title for the issue or question.
    Tip: The more specific you can be, the better able IXIA CCMS Customer Support is to spot and classify your ticket quickly. Avoid general subjects like Need help or Question.
  4. In the Message area, describe your question or issue, but do not attempt to paste the content of your log files here.
    Note: Provide as many details as possible so that IXIA CCMS Customer Support can take action immediately without requiring too much additional information. The standard Rich Text controls are available for formatting your message, such as font, size, text alignment, hyperlink, and image insertion.
  5. In the Attachment area, add your log files by either drag-and-drop or click to search for and add them.
    Important: The maximum attachment size is 10 MB. If the files are too large to attach to the ticket, you can upload them to your MadCap Software SharePoint site. If you are unsure how best to send any files, you can ask IXIA CCMS Customer Support.
  6. Click Send.

    The ticket is submitted to IXIA CCMS Customer Support and gets added to your OTRS Ticket List.

    You receive a follow-up email when an IXIA CCMS Customer Support representative sees the ticket and responds.